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sshvarzman-salesforce/claude-skills

sf-service-voice-runtime

Service Connector API — voice interaction runtime for Service Cloud Voice agents and supervisors.

查看源码

使用方法

  1. 复制安装命令，在自己的智能体环境安装前先检查源码包。
  2. 从原始文档核对所需工具、凭据和支持的宿主。
  3. 说明输入材料与期望交付物，并对照来源检查输出。
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-voice-runtime

开始前需了解

  • 安装不包含模型订阅、API 额度或访问文件的权限。
  • 仓库星数和安装量反映活跃情况，不等于独立质量或安全测试。
仓库原始内容

按源仓库内容呈现，保留标题、案例、代码、表格、链接以及原文引用的演示图片。

Service Cloud Voice — Runtime Interaction (Service Connector API)

Use This Skill When

  • Building or extending a Service Cloud Voice softphone / interaction pane.
  • Driving call control (accept, end, hold/resume, mute/unmute, DTMF, transfer, conference) from an LWC or Aura component.
  • Adding supervisor tooling — barge-in, silent monitor, whisper — in real time.
  • Wiring agent presence and login/logout state changes into the same client.

Core Workflow

  1. Confirm the CTI surface
  • Service Cloud Voice + Amazon Connect (or partner CCaaS) is provisioned with the Service Connector API loaded on the interaction pane.
  1. Model call state
  • Track call lifecycle: Ringing → Connected → OnHold → Transferring → Ended.
  • Bind UI buttons to Sfdc.interaction.voice.* calls; guard with the current state.
  1. Agent-side controls
  • Accept / End: acceptCall(), endCall().
  • Hold / Resume, Mute / Unmute.
  • Transfer patterns: blind vs warm; conference for three-way.
  • DTMF: sendDigits() for IVR navigation from an assist tool.
  1. Presence + login
  • login(), logout(), setAgentStatus() — synchronize with Omni presence where used.
  1. Supervisor controls
  • barge(), monitor() (silent), whisper() — gate behind supervisor role check on the client.
  1. Correlate to records
  • Bind interaction events to VoiceCall, MessagingSession, or Case — see sf-service-voice-toolkit for transcript subscribe/teardown and sf-service-voice-digital for channel patterns.

Deliverables

  • Call-state model with allowed transitions.
  • Button-to-API map for the agent pane (with role guards on supervisor actions).
  • Failure/edge-case handling — dropped connections, transfer failures, DTMF timing.
  • Test plan — one call per control, end-to-end with a soft phone in preview.

References

  • See references/api-cli.md for the full Service Connector API surface used in this skill.

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